Please email us at firstname.lastname@example.org or call us at 021 532 0549 during our normal operating hours and provide us with the following information:
- Email address
- Product name
- Place & date of Purchase
- Issue / fault (pictures are often helpful)
We will usually respond within 1-2 business days. If it is necessary to send the product back to us, we will issue a Warranty Authorization Number (WA).
If you live in, or are passing through Cape Town, you’re welcome to bring warranty/repair items to our offices in Ndabeni for drop-off. Please submit a claim through the warranty application, and bring the claim number with your product when you drop it off. Should you want to check on your claim you can reach our customer service team at 021 532 0549.
Black Diamond will repair or replace a defective Product that is covered by this limited warranty in its sole discretion. Black Diamond requires proof of purchase and/or delivery and may require pictures of the product at issue for any claim.
In some cases, we require that the defective product be returned to us as part of the warranty process. In these instances, shipping to Black Diamond will be at the end user’s expense but return shipping covered by Black Diamond. Black Diamond reserves the right to determine the cause of damage and the resolution of each warranty claim in its sole discretion.
There are no warranties which extend beyond those stated herein. Any implied warranties that may be applicable to Products, including implied warranties of merchantability or fitness for a particular purpose, are limited in duration to the duration of this warranty. Under no circumstances shall Black Diamond be liable for any special, incidental, or consequential damages based upon breach of this limited warranty, breach of contract or strict liability.
Black Diamond reserves the right to deny claims in its discretion in cases of suspected fraud or if a customer has abused the limited warranty.
A product is considered defective if it does not meet its performance, manufacturing, or design specifications. An example would be a backpack buckle that comes undone while under a normal load. This does not include issues such as fit or sizing, or damage caused by neglect or misuse. See below for a list of exclusions.
Black Diamond Apparel is warranted against defects in materials and construction for the practical lifetime of the product. The lifetime of apparel can be highly variable and depends on several factors. When properly cared for your Black Diamond apparel can last many years; however, this does not mean it is impervious to damage or wear. Keep in mind that Black Diamond products are designed for use in extreme environments, where rock faces, tree branches, and harsh sun could all damage or contribute to the wear of the product. Someone who climbs or skis five days a week should expect that they will wear out their equipment at a significantly higher rate than a less frequent user. Please remember that this warranty is for manufacturer defects and does not cover wear-and-tear or accidental damage. Using Black Diamond products in a professional or educational setting can greatly reduce the expected lifespan of the product. Black Diamond does not give or imply an expected lifetime for any apparel. Acceptable wear-and-tear, as well as product life span, will be determined at Black Diamond’s discretion. See below for a list of damages not covered by warranty.
A replacement item does not result in a new Warranty Period. Replacement products are provided to ensure product satisfaction through the remainder of the original Warranty Period for the original product.
Black Diamond will first attempt to repair your product. If a repair is not possible, or not cost effective, then replacement will be considered. Products that are out of stock or discontinued will be replaced with the closest equivalent. Repairs are made in order to restore an item to the original functionality and may not result in a factory appearance. Original products that are replaced through warranty will not be returned.
Our Service Center Specialists will let you know if your product needs to be sent in. Shipping to Black Diamond will be at your own expense.
Service time can vary depending on the solution that is necessary. Typical service time is between 3-6 weeks. This time frame depends on the solution needed to resolve the claim.
Due to the highly variable usage and wear that a cam can face, cam trigger replacements will only be provided as a warranty service with a proof of purchase from an authorized seller within one (1) calendar year from the date of purchase by the original end user purchaser, as provided in full in the limited warranty statement above. If your cam is over one (1) year old, trigger replacements can be bought as a service or DIY kits can be purchased for most cam models.
When you submit a claim, a service center representative will reach out to you and keep you updated on your claim. You can email them additional questions or information about your claim throughout the process.
Spare parts can be found for sale on our website. Due to practical limitations, Black Diamond only stocks select components for current products that we think are likely to need replacement within the product’s lifetime. Parts for older product will remain available until inventory is depleted.
- Not covered:
- Fading colors, logos, and markings due to use
- Cuts, burns, abrasions, tears, or stains
- Packed out insulation
- Poor or incorrect fit
- Items bought used
- Product that has been modified or altered by a person or an entity other than Black Diamond (such as the use of Quiver Killers or other binding inserts)
- Apparel that has been altered, tailored, or otherwise modified by a person or an entity other than Black Diamond
- Certain Zipper damage is non-repairable
- Loss of water repellency treatments
- Dulling of points (such as on crampons or ice axes)
- Damage from Battery Corrosion